Safety Ambassador

Job Summary

The Safety Ambassador supports the Permanent Supportive Housing team and is responsible for promoting and ensuring a safe environment by maintaining a physical presence across Plymouth Housing properties. The primary focus is on buildings where incidents have been higher and where staffing ratios are low, as determined by the Crisis Manager, Safety Management, Deputy Director of Permanent Supportive Housing, or Chief of Supportive Housing Officer.

This position will support staff who are providing trauma‑informed care to residents who, as a result of trauma, occasionally act out frequent verbal and physical aggression. Many incidents can be mitigated through rapport with residents and de‑escalation skills.

The Safety Ambassador will monitor cameras, be available to receive phone calls or radio communication from the buildings for backup support, rove the properties (using Plymouth‑funded means of transportation), walk with staff through the hallways conducting floor checks, and accompany staff to and from their transportation before or after a shift if needed. In certain situations, the Safety Ambassador may be positioned at a building for a portion of their shift.

If there is an active eviction of a resident, the Safety Ambassador may be positioned at that building during their shift.

Safety Ambassadors document interactions with residents and notify their supervisor of any safety concerns or risks noticed. The Safety Ambassador maintains a high‑quality safety service delivery based on Plymouth’s mission, the principles of cultural proficiency, the tenets of harm reduction, trauma‑informed care, the ‘housing first’ philosophy, and works towards maintaining a stable environment while fostering a sense of community.

(Responsibilities, accountabilities, and competencies; may not include all duties of this job)

• Liaise with various buildings as directed, which may include driving across the portfolio from one location to another during the same shift.
• Work to build professional relationships with residents to increase rapport.
• Steer and direct tenant questions to building staff.
• Partner and problem‑solve with Residential Specialists and staff to create plans that address tenant or community concerns.
• Assist Residential Specialist staff with duties related to re‑entry into individual apartments.
• Mediates conflict using de‑escalation, conflict mediation, and other techniques as needed.
• Provide support, guidance, and oversight as directed by building staff, the Crisis Manager, Director of Safety, Deputy Director of Permanent Supportive Housing, or Chief of Supportive Housing (CSHO).

• Promote security and safety of Plymouth’s premises in accordance with Plymouth safety and emergency policies and procedures.
• Ensure all entry doors to the building are secure and notify designated individuals (e.g., Maintenance or Capital Improvement staff) if repairs or adjustments are needed.
• Operate and respond to radio calls as needed via the organization’s provided equipment.
• Support building staff in maintaining safety and security as directed by the Crisis Intervention Manager, Director of Safety, PSH staff, and inform the Residential Services Manager (RSM) of any violation of program rules; intervene on building management’s behalf to remove unauthorized guests, including calling 911.
• Assist PSH staff in conducting safety checks of the floors, stairwells, and building perimeter. Promote a safe, positive environment for residents and staff.
• Reduce risk(s) to operations and the building community by providing skilled de‑escalation and physical intervention support in elevated risk events by intervening in crises, responding to emergencies, initiating contact with emergency response systems while focusing on the tenets of harm reduction and trauma‑informed care. Review and maintain safety logs.
• Interface with outside support agencies in higher risk situations in conjunction with the crisis manager and/or safety director.
• Accurately analyze reports and record incidents across the Plymouth portfolio to assist in internal and external investigations,…